Utterly disgusted — broadband disconnected, no resolution, no manager callback after 21 years as a S

[Stefanielb]

I am posting here out of sheer frustration because we are now completely stuck with no broadband, no clear ownership from Sky, and no meaningful resolution.

A few weeks ago, my husband called Sky to see whether our monthly bill could be reduced. During that call, Sky suggested upgrading the broadband. However, the new broadband product was opened in my name, despite the fact I was not present on the call and had not given my permission or consent for this. I consider that extremely serious and potentially fraudulent.

CityFibre attended on 24 April to install the new broadband, but the installation was unsuccessful. Despite this, our existing broadband — which was in my husband’s name — was then disconnected on 27 April, apparently because Sky believed the new broadband was active.

There was no warning that our existing service would be cut off. No proper internal communication. No joined-up process. We were simply left without internet.

Since then, we have called Sky several times and have been passed between multiple departments. Eventually, we were told the issue would be escalated to the Order Recovery Team, but apparently this is a team that cannot be contacted by phone. We were also told our old broadband would be reinstated within 24 hours. It has now been four days and we still have no internet.

We have repeatedly asked to speak to a manager and have been promised callbacks, but nobody has called us back.

Today, we finally spoke to someone who seemed to understand the issue. He has cancelled the new broadband order in the hope that he can reconnect us to our old broadband. However, the Openreach connection option was not available, so we are now waiting for another callback on Monday.

This is completely unacceptable.

We pay around £200 per month for Sky TV and broadband and have been customers for 21 years. We have three children and we work from home. We currently cannot work properly, cannot use our devices properly, and cannot even watch TV as expected because the broadband has been cut off through no fault of our own.

I urgently need someone from Sky to take ownership of this and reconnect us to our original broadband service immediately, or provide a clear, confirmed installation date for the new service. We also need an explanation as to how a product was opened in my name without my consent, why our existing broadband was disconnected when the new installation had failed, and why no manager has contacted us despite repeated requests.

Please can someone from Sky escalate this properly and help us get reconnected.

[Daniel0210]

@Stefanielb 
This is a customer ▶️ customer discussion forum where we try to help other customers. You haven’t actually contacted Sky by posting on here.

This link explains the methods of making a complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint 

Sky will then have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/ 

By the way, as Sky broadband discussed here is a domestic service there is no quicker response for those customers using it to work from home. 

[Stefanielb]

Thanks, but I have already raised a formal complaint with Sky.

The reason I posted here is because the formal complaint and repeated phone calls have not resolved the immediate issue: Sky have left us with no broadband after disconnecting our existing working service, despite the new installation having failed.

We have already contacted Sky multiple times. We have been passed between departments, told it had been escalated to an Order Recovery Team that customers cannot speak to directly, promised reconnection within 24 hours, and promised manager callbacks that have not happened.

So whilst I appreciate the link, this is not a case of me posting here instead of contacting Sky. We have contacted Sky repeatedly. We have complained formally. We are still without broadband.

The issue is urgent: our previous broadband service was disconnected without warning, no new broadband was successfully installed, and we have had no clear ownership or timescale for reconnection.

I am asking whether this can be escalated properly, because waiting weeks for a complaint process does not help a household with three children and no internet now.

[Daniel0210]

@Stefanielb 

My understanding of Customer Service call centre Managers (and I may be wrong) is that they are there to supervise, support and advise their agents and are not particularly public facing.

Having said that we see numerous posts on here whereby a callback from an agent or Manager has not been forthcoming. Sky could certainly improve in that area.

[TimmyBGood]

@Stefanielb 

I've escalated your post here.

Unfortunately given you've been provisioned on CityFibre the Sky sales system almost certainly won't now process an order for an Openreach circuit.

[Stefanielb]

Thank you. 

They haven't been able to complete the cityfibre installation, due to a 'blockage on the line'. We simply want our old internet back, which should never have been cancelled in the first place! 

The fact this new broadband was set up in my name without my consent is utterly outrageous! 

[LJB-C]

Thanks for escalating this @TimmyBGood. We’ve sent @Stefanielb an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Stefanielb]

I have been on holiday this weekend, with no access to this site. So please send another message to discuss this. 

[Daniel0210]

@Stefanielb 
To see if they can help you I’ve re-escalated your post to Sky and their Community Messaging Team should make contact with you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[LJB-C]

Thanks for escalating this @Daniel0210. We’ve sent @Stefanielb an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.